Loved, liked, or left alone - NHS App and patient feedback - February 2026
The NHS App is designed to give people a simple and secure way to access a range of NHS services on their smartphone or tablet (or via web browser on the NHS website). But is it really making life simpler? What do people like about it (and what do they not?) and what changes could be made to improve useability and access? 75 Surrey residents gave us their views, via our survey or at a focus group held with the Merstham Community Champions.
We found that, although most people do have the NHS App, less people are actually using it. For those that aren’t, issues with registration and log in processes (or fear of potential issues) and confusion about how to use it are key barriers. A ‘simplified’ and ‘easier to ‘use’ App would help. For those that are using it there’s a lack of awareness of the full breadth of what the App can do, and there are some accessibility issues. Could more be done to educate both current and potential new users?
